Xcitium Platform

• Service Desk - Quick Start Guide
  • Step 1 - Login To The Admin Console
  • Step 2 - Create New User Roles (optional)
  • Step 3 - Create New Departments (optional)
  • Step 4 - Add New Support Staff
  • Step 5 - Add Ticket Categories
  • Step 6 - Enroll Users
  • Step 7 - Create New Customers And Assign Users To Customers
  • Step 8 - Create Service Contracts For Customers
  • Step 9 - Manage Tickets
  • Step 10 - Manage Knowledgebase
  • Step 11 - Access Control Settings
  • Step 12 - Configure Auto-response Emails
  • Step 13 - View Reports
• About Comodo Security Solutions

Step 10 - Manage Knowledgebase

The 'Knowledgebase' allows you to:

• Create a set of FAQs which will be shown on your support portal to help users find answers to common problems.

• Create FAQ categories. FAQs must be placed in a category. For example, you can create a category called 'Hardware' and place all hardware related FAQs in it.

• Create canned responses. Canned responses are pieces of text which can be quickly pasted into ticket replies.

Click 'Staff Panel' > 'Knowledgebase' to open the interface.

To publish an FAQ to the customer-facing web interface you need a public FAQ inside a public category:

1. Create an FAQ category.

• Individual FAQs must be assigned to a category.

• Go to 'Staff Panel' > 'Knowledgebase' > 'Categories' to view and edit available categories.

• If no suitable categories exist for your FAQ then you should create one.

• Make sure the category type is set to 'Public'.

2. Create your FAQ

• Go to 'Staff Panel' > 'Knowledgebase' > 'FAQs' > Click the category to which you wish you add your FAQ

• Click 'Add New FAQ' and write your FAQ into the form

• Select 'Public' as the 'Listing Type'

• Click 'Add FAQ' to publish to the customer portal.
  

See https://help.comodo.com/topic-457-1-990-14536-Manage-Knowledgebase.html for more.